HashCare Support
HashCare is an ITIL-aligned managed support service for Hedera-based applications. It combines AI-driven triage with certified engineering expertise to deliver SLA-backed incident management, faster resolution, and operational reliability for enterprise and public sector deployments.
AI-Driven. Human-Backed. Built for the Hedera Ecosystem.
HashCare provides enterprise-grade technical support with SLA-aligned coverage, designed to scale to 24/7 operations as demand grows.
Key Features
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AI-driven triage and auto-resolution
SLA-based incident management (P1–P4)
Scalable support model (expands to 24/7 as needed)
Certified engineering escalation
Proactive monitoring and issue prevention
ITIL-aligned support processes
DORA-ready compliance approach
How HashCare Support Works
HashCare provides a structured, SLA-aligned support model with a dedicated support page and ticketing workflow.
Users initiate requests via the support page, where each issue is assigned a unique Ticket ID. An Agentic AI layer performs real-time triage, automatically resolving common issues and routing complex cases based on priority.
Advanced issues are escalated to certified engineers for deeper investigation and resolution. Tickets are tracked through to closure with status visibility and direct collaboration.
01
TICKET SUBMISSION
Raise a support request via the HashCare Support page.
Provide issue description
Select environment (Mainnet / Testnet)
Attach logs or screenshots
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A unique Ticket ID is generated for tracking.
02
AI TRIAGE & AUTO-RESOLUTION (TIER 0 / TIER 1)
Our Agentic AI analyzes every request in real time.
Analyzes ledger & integration context
Automatically resolves common issues (~50%)
Assigns priority
Routes complex cases to the right experts
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Instant resolution for known issues. Fast escalation for advanced cases.
03
HUMAN ENGINEER ESCALATION (TIER 2 / TIER 3)
Complex issues are handled by certified Hedera engineers.
Coverage aligned to agreed SLAs, with expansion to 24/7 as required
Deep troubleshooting (smart contracts, integrations, network)
Direct collaboration for faster resolution
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Expert support aligned to your business needs.
04
RESOLUTION & ASSURANCE
Once resolved, we ensure quality and continuous improvement.
Ticket validated and closed
SLA performance recorded
Knowledge base updated
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Resolution delivered. Business uninterrupted. Confidence assured.
Why Choose HashCare Support
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SLA-Based Coverage
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AI-DRIVEN FIRST RESPONSE
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FAST SLA RESPONSE
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PROACTIVE MONITORING
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COMPLIANCE READY
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CONTINUOUS IMPROVEMENT
Need assistance? We're here to help.
Support Portal
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hashcare.support
technicalsupport@hashgraph-group.com
Submit request via the HashCare Support page (https://www.hashgraph-group.com/support)